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What's the job?
| Position Title |
Technical Support Representative |
| Date |
2008 |
| Department |
Customer Service |
| Reporting to |
Technical Support Team Leader |
| Prepared by |
Amanda O'Donnell |
A bit of a low down...
The main function of the Technical Support Representative (TSR) is to deliver efficient and high
quality service to our customers.
The primary focus of this role is to provide assistance to VMA Broadband and Mobile customers,
attempting to resolve account and billing enquiries and technical issues efficiently and with
a high level of service.
TSR's will troubleshoot and identify problems, and guide customers through to resolution,
ensuring that Virgin's flavour of communication is used at all times – no overly-technical talk
or unnecessary jargon!
Additionally, they will assist customers in getting the best out of their service by providing education
on how to better utilize the technology.
To deliver consistent service, the TSR will use relevant systems including the Knowledge Management
System (KMS), adhere to our Support Boundaries, policies and procedures, and resolve any agreed actions
in a timely manner. They will provide feedback to the Technical Support POC team to constantly improve
the quality and effectiveness of the KMS.
From time to time, the representative may assist the Broadband Sales team by taking overflow calls
and providing referrals outside of hours. In the changing technology space, the TSR must be adaptable
and willing to take on a variety of tasks as required.
It is paramount that the team work closely together and communicate effectively to achieve the goals
of the Customer Service department.
Key aspects of the role
- Provide technical support to VMA Broadband and Mobile customers
- Demonstrate a high level of customer service, ownership of issues, and teamwork
- Educate VMA customers to get the best out of their technology
- Provide feedback to continuously improve the KMS
- Adhere to all policies, procedures, and support boundaries
- Assist other areas of the business as required
The Technical Support Representative will specialize in support for Broadband and Mobile technical queries, but may also be 'multi-skilled' in the below:
- Products and Services
- Policies
- Billing
- Save
- Logistics
- Customer Advocacy
- Deliveries and Returns
Within these areas the CSRs will troubleshoot issues, identify solutions (in line with our
policies and procedures) and where required communicate with other departments to effectively
reply and resolve the customer queries. In some instances this will involve working closely
with other departments.
Major challenges in this role:
- Adherence to policy when under pressure from a demanding customer base
- Delivering effective and appropriate communication when handling difficult situations
- Ability to work effectively with new procedures, changing deadliness etc
Your decision making:
- Customer resolution in line with the policies and procedures
- Answering enquiries from customers, both internal and external, and following through
on all queries within set service level objectives.
Main areas you are responsible for:
| Key Accountability |
Measurement Methods |
Relative Importance |
Provide a high level of service for technical queries
- Provide technical support to VM customers, resolving all queries efficiently and with
a high standard of service
- Educate customers on how to get the best experience from their VM Broadband and
mobile services
- Troubleshoot to establish workable solutions
- Handle all 'actions' in line with policies and procedures
- Strive to resolve customer issues on the 1st call
- Schedule Adherence (i.e., adherence to roster)
- Occupancy targets as determined by management
- Quality Standard as determined by management
- Contact record notes at greater than or equal to the number of calls
- Additional KPI's as set by Management
- Adhere to commitments to call back customers within agreed timescales
- Capture accurate customer data in line with the policies and procedures
- Where appropriate liaise with 3rd party vendors
|
- Coaching results
- Reporting
- Feedback from internal and external sources
|
50% |
Effective communication and customer relationship building:
- Communicate effectively in line with VMA standards
- Aim to retain customer confidence through excellent service and attention to detail
- Effectively handle complaints, aiming to resolve situations to the customers satisfaction,
and escalating to a Team Leader if necessary
- Ensure that feedback relating to the VMA products and services is escalated
|
- Call coaching
- Feedback from internal and external sources
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40% |
Team Work:
- Work towards the team's objectives and demonstrate a commitment to achieving
the agreed targets
- Provide feedback to Point of Contacts (POCs) about the quality and effectiveness of
'fixes', submitting new solutions for the KMS as they are discovered
- Escalate to the Team Leader any areas for development within the Customer Service team
to increase 1st call resolution or quality
- Share information with colleagues by channeling new ideas and methodologies via the
and Team Leaders
- Assist and participate in process improvement sessions
- Assist other areas with overflow calls as required
- Support and respect colleagues
|
- Monthly Performance Review
- Feedback
- Observation
|
10% |
Your day to day contacts:
- Virgin Mobile customers
- Team Leaders
- Customer Service management team
- POC's
- Sales
- HR
- Fraud
- Billing
- Learning and Development
- Forecast and Planning
- 3rd party vendors as appropriate
Your qualifications & qualities
Knowledge & Experience Required
- Previous experience in a customer service or support role
- Previous experience in a Telco/ISP call centre (desirable)
- Strong technical knowledge
- Solid troubleshooting skills
- Ability to provide constructive feedback
Professional Skills
- Fundamental understanding of operating systems, hardware, and connectivity
- Proficient in the use of internet browsers and e-mail applications
- Effective communication, both oral and written
- Customer Service orientation for internal and external customers
- Problem solving
- Ability to multi-task
- Ability to manage self effectively through change
- Sound conflict resolution skills and problem solving ability
- Typing 45 wpm.
- Stress management
- Strong time management skills
Behavioral Competencies
- Demonstrates openness to different and new ways of doing things
- Ability to work under pressure
- Achievement Orientation
- Able to work in both team and individual environments
- Persistent
- Self-motivated
- Reliable
- Displays a strong work ethic
- Approachable open communicator
- Alignment to Virgin Values
Sound like the gig for you? Send your application to
recruitment@virginmobile.com.au.
Quote ref: "Hey I wanna join your Technical Support team!!"
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